The Best IVR Solution for 2020 in the USA
No, this is not a head to head comparison of IVR packages, free or otherwise, available in the USA and elsewhere or what makes them the best. What is best in IVR can be a subjective matter. Instead, take a look at what features are desirable in IVR solutions and help to improve IVR experience and performance in 2020 for businesses across the USA. Convergence From being customer avoidance tools the IVR is graduating to becoming a full-fledged customer self service interactive solution. It converges effortlessly into call center solutions and IP PBX as well as social media channels. The original purpose was to handle inbound calls but with convergence with social media and CRM, the IVR finds more frequent use as an outbound messaging tool. Naturally when one considers outbound messaging the issue of customer preferences and profiling arises which brings in artificial intelligence and analytics to the package. With AI and chatbot going into the mix what we will have i